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Account suspended on our oculus and we can't even log in to appeal

Jabaraa
Honored Guest

We just got a message that meta account was suspended for my son, and we can't even log in to appeal or find out why.  This has been one of the worst experiences with a product we've ever had after spending close to 1000$ on a headset and a bunch of games.  This is now the only place to even voice this issue as support can't be reached unless you can log in.  What are the options to get this resolved?

3 REPLIES 3

Occupunk
Heroic Explorer

If you have your own email address, you can create your own account to come back here to talk with support via private message. I imagine you could also add the headset to your personal account (I assume they don't ban the hardware itself, in case you were to sell it). But I think you need to get it sorted to get the games back. Given their recent legal troubles, it doesn't surprise me that meta is taking all child account issues very seriously.

MetaQuestSupport
Community Manager
Community Manager

Hi @Jabaraa ! Thank you for bringing this issue to our attention. We know it's no fun to not be able to use our devices to their full capacity so we would love to help getting this issue resolved for you. Please send us a PM so we can further work on this issue by clicking here. Next, click "Send a Message" to privately message us! Please remember, you must be signed into the community first to send us a private message. Hope to hear from you soon! Have an awesome day!

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

EraTheSilly
Expert Protege

Same thing here. I had to factory reset his quest 3 and then log in with my account so he could use it. After spending hours on chat with a "live agent" I was basically told we're out of luck. The "appeals" process they want us to go thru just involves uploading a photo ID to prove his age. Well, he's 12, so he doesn't have one. I have a feeling we're just out all of the money we spent on his previous account, which sucks, because he's had it for 2 YEARS. I'll be much more frugal now that I know meta will do little to nothing to rectify all the issues I've been reading about. 

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